Live Agent Set Up

[snow_04]

Hi Experts/ @Mark Roethof  @Mark Roethof ,

We have been trying to configure Live agent functionality in ServiceNow using Service Portal.

Below Options we have analyzed so far and will require forum suggestion :

1. Configure Virtual Agent bot in Portal and enabled Live Agent Topic.

2. This Live agent topic is working using Agent Workspace module as the pop up comes in Agent workspace for Service Desk people and on Acceptance of Chat Interaction record gets generated.

What I want to check here with experts is, is there a way this can be done without using Agent Workspace?

Like opening chat for ServiceDesk users within portal itself rather than using two different UI?

What other options we have for setting up a Live Agent for ServiceDesk users?

Please suggest and assist!!

[SatyakiBose]

Hello @snow.04 

Live Agent is OOB designed to work for Agent Workspace only.
Live Agent will also install the advanced work assignment module for chat in the instance.
The advanced work assignment works only with agent workspace.
This OOB feature cannot be changed.
You can however customize the platform if you want to bypass the workspace module.

Thanks,

Satyaki Bose

[snow_04]

@Satyaki Bose 

Thanks for your response. Do we have any official documentation link handy with you which supports this.

Please assist!!

Any other way through which Live agent can be implemented except Workspace involvement?

[Musab Rasheed]

Hello,

Short answer is use 'Connect chat', Please explore

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/use/collaboration/concept/c_Collaboration.html

Regards

[Chris D]

The short answer: no, Agent Chat (used in Agent Workspace) is your only option.

The long answer: Connect Support* is technically also an option to support live chat via Virtual Agent BUT it was only included as a legacy support back when Agent Chat (in Agent Workspace) was young and less developed and Connect Support is now officially deprecated as of Paris and not even supported in the Next Experience. In other words, please do not start using it now - you will be doing your company a grave disservice by actively building in technical debt.

If you haven't heard of it yet, Next Experience is the overhaul to the UI16 Platform introduced in San Diego which, besides being a UI overhaul, is also a UX overhaul since it brings all the Workspaces (Agent Workspace was the first of many) into the one unified experience so that should help your agents in the future if you concern is about using the different interface.

For now though, you just need to accept using Agent Workspace and it's in everybody's best interest that you ensure Agent Workspace is configured to be the best experience for your agents so that it can provide benefits besides just managing chats.

*note, somebody else mentioned "Connect Chat" which is the foundational tool which Connect Support is built on. Slight technicality, but I just want to be clear.